Information Technology Desktop Support

OVERVIEW:

Over ** years’ experience in the information technology field. Goal oriented with strong leadership capabilities. Organized, highly motivated, and detail-oriented problem solver. Proven ability to work confidentially and in unison with co-workers, clients, vendors and management.

AREAS OF KNOWLEDGE AND EXPERIENCE:

SQL Server 2000/2005 Windows 2003 Server CISCO Routers/Switches

Novell Administration Server Configuration Active Directory Experience

Windows 10, XP, Vista, Win 7 AS400 Connectivity IP Phones

Printers (Laser), Xerox, Cannon Technical Writing Lotus Notes 5x, 6x, 7x

EDUCATION:

CCENT 2015

ECAD: AutoCAD 2015 Fundamentals / AutoCAD 2015 Beyond the Basics - 2014

UDEMY CCNA Boot camp – 2013

A+ Certified (Recertified – 2010)

Kaplan – CISSP - 2010

MCTS - Microsoft Certified Technology Specialist - 2009

Southern Methodist University (SMU) - M.C.S.E. - 1999

Microcomputer Technology Institute (MTI): Associates - Computer Systems Technology - 1994

EMPLOYMENT HISTORY

Desktop Support

Prairie View A&M

9/2022-10/1024

Supported clients in a Windows 10/11 environment. Maintained and provided loaner equipment utilizing PXE boots for images, Supporting Athletics’ and Medical School environments, laptops, desktops, mobile phones, IOS/Mac, software, hardware and networking. Cisco IP Communicator/Any Connect. Providing excellent customer service on campus and remote support. Barger Manager and remote desk top protocols, SCCM, software center, Azure/MFA, company portal.

Migration Support

Memorial Hermann\Central Staffing

1/2020 – 4/2022

●Performed Windows 10 migrations, ensured data and supported clients to completion of the process.

● Configured systems, installed applications and aided in the Refresh project of 190 units.

● Located clients, scheduled and performed migrations in multiple areas; assisted in Warehouse operations

●Provided Covid-19 screening for various locations.

Migration Technician,

Hess Oil (Migration Project)\Collabera contract

9/2019 – 12/2019

●Scheduled migrations; performed migration via USMT backup and restore, ensured clients applications.

●Migrated conference rooms to HP Slice system, setup Teams and AD, Windows, SCCM.

●Perform hardware installs HP; Elitebook/Slice and decommissioned old hardware for clients.

Migration Technician,

Methodist \ Medix IT

4/2019 – 6/2019

●Scheduled all migrations and post user training on new environment and software

●Supported clients in AD, Windows, SCCM, prior to and during a Windows10 and office 365 migration

●Perform hardware installs, upgraded memory and decommissioned old hardware

Travelers Insurance,

Service Desk/Migration Support \ TCA Group

7/2018-3/2019

●Scheduled and supported clients in an AD; Windows7; SCCM Environment, prior to and during a Windows10 migration.

●Maintained desktops: Dell 7480; IBM ThinkPad’s 460; Docking stations and monitor situations.

●Upgraded in place; resolved issues with Windows applications; updates and transitions; Office 365, Travelers apps.

●Trained clients on new process and procedures and how to use new hardware and software.

●Active directory usage, printer support, Microsoft Remote connect to create computer accounts, add clients to the domain and manage groups

JPMorgan Chase, Houston, Texas

Associate, Tech Ops Analyst

1/2015–4/2018

●Supported clients in a Global Environment, Using Virtual Systems, CUCM, Cisco IP phones: 7961, 7962, 9971, MAC swap, phone configuration on call manager, CUCA; Voice mail, issues addressed to allow clients to utilize IP Phones.

●Avaya phones we supported and configured on a Unity Server to allow client communications.

●Created process and procedures for migrations and remote clients working at home and foreign areas.

●Active directory usage, printer support, Microsoft Remote Connect, VPN, Share point, Citrix receiver.

●Terminal emulations, Microsoft Office 2015, Secure Zip, and Migration support, BlackBerry Mobile Suite.

●Assisted with, Remote connect, Mobile devices, Symantec Encryption Manager tools, RSA tokens,

●Supported client in migrations from windows 7 to Appsphere, application troubleshooting.

●Participated in Python training and projects, Splunk training, AWS Cloud training and interface “GAIA’.

●Black Berry, Android, Apple and Blackberry mobile Setup and Configuration and support.

Pason Systems

Technical Support Analyst

4/2014–8/2014

●Supported field technicians and clients in the Oil Field and Corporate Offices, via phone, email and Lync. Connecting via Satellite systems utilizing Putty, Telnet and VNC.

●Instructed and provided processes for drilling operators to assist with performing their duties.

●Maintained and updated rig equipment: Linux servers, Linux Workstations and SQL Tables.

●Supported Workstations and MS Office applications, Electronic Drilling Recorder software, Maintained Directional Systems, and Reporter software.

BAE Systems

Field Service Technician (Contract)

10/2012–8/2013

●Performed desk side support for 500 clients’ in an active directory environment.

●Utilized Active Directory Users and Computers to create computer accounts, added clients to the domain and manage groups. Imanager was also utilized to manage and add clients to groups.

●Print Queue management and creating of new printers (HP, Xerox and Zebra) on the server was also performed.

●Dameware 6.x and Microsoft Lync were used to configure systems remotely. Mapics 5.4 (AS400), Powerlink, McAfee Safeboot and Endpoint Encryption Manager, Outlook 2010, EAS Client, and Office 2010 were supported.

●A Windows 7 upgrade and data migrations from Windows XP was performed; Proplanner systems were configured and supported; Trumph Laser; Blackberry Enterprise Server Administration; Good Mail Administration, Buysite, Citrix connectivity was installed and configured. Hardware support was also provided for desktops, laptops, cellular devices and printers and IP Phones.

Verizon Wireless

Technical Support Coordinator

3/2009-8/2012

●Supporting customers in a call center environment. Dealing with a variety of Operating systems; Windows 7, XP, Vista. Wireless expert configuring cellular devices, Blackberries, Windows mobile, IPhone and Palm devices.

●Configuring mail from various platforms and synchronization techniques.

●Maintaining switch configurations using MTAS, reviewing and checking histories of cellular devices with MARS. Strong Doorway, Outlook and Microsoft Suite usage.

Idera, Inc.

Technical Support Engineer (Contract)

8/2008–1/2009

●Provided technical support to clients working with the Idera Suite of SQL applications: SQL diagnostic manager, SQL safe, SQL defrag, SQL compliance manager, SQL mobile manager and SQL admin toolset.

●Worked with level II support and a development team where it was common place to provide a script, patch or new revision to resolve an issue. Clients were supported and provided solutions via phone, live chat, live meeting and email.

TLW Transports

Logistics Manager

5/2003–11/2007

●Performed pickups and deliveries via Benchmark Cartage.

●Contracted laborers and supervised to complete specialized tasks. Negotiated freight and trip costs with forwarding agents. Consulted client to help resolve issues with network, router issues

Center Point Energy Inc.

Senior LAN Technical Analyst

7/1998–12/2002

●Created, configured and maintained network accounts and printers. Maintained print queues and resolved issues with printers.

●Ethernet conversion project, Lotus Notes rollout, Lotus Notes Mobile.

●Configured laptops for clients (home/work), Microsoft Office, SAP Application, SQL products, Sybase, ODBC, Microsoft SQL, SQL Anywhere, Oracle client, Crystal Reporting. Windows 95, 2k, XP, NT, NT server.

●Ghost/Image Cast created images for clients and applied images to systems.

●Hardware, configured, repaired, replaced Network and Communications issues, desktop port, patch panel, server room.

●Bloomberg installed and configured the application on the trade floor. Home agents: configured Adtran modems for ISDN lines at homes. RECI Project management team

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